Complaints Handler

Job Description

Job title: Customer Services / Complaints Handler

Experience: 3 years in Insurance industry

Key tasks & responsibilities:

1. Respond to complaints received from policyholders and IFAs via multichannel.
2. Process complaints on policies in priority order as determined by the Company Work Management System, to maintain day-to-day service standards to agreed levels.
3. Liaise with internal and external parties to discuss specific complaints to achieve appropriate outcomes for customers.
4. Respond to customer complaints via written communication in a professional and considerate manner to maintain good customer relations.
5. Ensure customers are treated fairly and that a high level of service is delivered, keeping them informed of any delays in accordance with procedures and customer expectations.
6. Liaise directly with other departments within HCL to improve service and suggest improvements where appropriate.
7. Bring to the immediate attention of Senior Management any issues or concerns that could have a detrimental impact on either HCL or our clients' reputations.
8. Participate fully in departmental and team meetings to relay information, promote effective communication, and suggest process improvements as appropriate.
9. Work with colleagues towards operating self-managed teams.
10. Work within industry compliance and legislative requirements under the guidance of the Team Leader, ensuring compliance with controls and procedures.
11. Ensure that data security precautions are undertaken at all times to prevent the possibility of identity theft.
12. Follow all policy fraud controls to prevent fraudulent transactions against policies.
13. Undertake any other duties as may be deemed appropriate by the Team Leader.